Contact Center Manager
Accentuate Staffing is seeking a highly organized and energetic Contact Center Manager to motivate and develop Customer Service Specialist, 30 (FTE) 2 (Team Leads), to maximize customer experience performance, manage quality scorecard for team members, achieve service levels and overall productivity and daily operations of organization. The ideal candidate will possess exceptional leadership skills, be data-driven, and maintain a visible presence on the floor to offer real-time support and guidance to the team. While healthcare experience and medical terminology knowledge are preferred, we are open to candidates with excellent organizational skills and a high-energy attitude.
Responsibilities:
- Team Leadership: Supervise and manage a team of scheduling agents, ensuring high levels of performance, morale, and productivity.
- Data-Driven Performance Management: Analyze call center data, such as call volume, call handling time, and accuracy in scheduling, to set call levels and adjust staffing as needed. Utilize data to monitor and improve team performance.
- Training & Development: Understand the full range of services offered, maintain staff training to ensure they are knowledgeable in scheduling, and help foster professional growth within the team.
- Call Monitoring: Regularly monitor live and recorded calls to ensure adherence to scheduling protocols, appropriate etiquette, and professional interaction with customers.
- On-the-Floor Leadership: Maintain an active presence on the call center floor, offering visibility and immediate support to staff as issues arise.
- Operational Efficiency: Manage timecards, approve time-off requests, and handle scheduling adjustments to maintain optimal staffing levels.
- Performance Reviews: Conduct regular employee performance evaluations and provide feedback to ensure continuous improvement.
Requirements:
- Bachelor’s Degree is preferred.
- 3-5 years of experience in a contact center is required.
- Experience in the healthcare industry is preferred.
- Exceptional organizational skills and high-energy leadership style.
- Strong interpersonal skills and ability to motivate and guide a team.
- Experience in performance management, data analysis, and call monitoring in a high-volume environment.
- Ability to maintain composure and decision-making skills in a fast-paced setting.
- Proficiency in Microsoft Office and experience with call center software.
